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User Workstation Setup Guide for Cisco Unity Connection Release 2.x
OL-13207-01
Chapter 5 Operator and Support Desk Orientation
Support Desk Orientation
• For descriptions and the URLs of all Connection documentation on Cisco.com, see the
Documentation Guide for Cisco Unity Connection. The document is shipped with Connection and
is available at
http://www.cisco.com/en/US/products/ps6509/products_documentation_roadmaps_list.html.
Potential User Concerns and Misconceptions
Table 5-1 describes potential user issues, which are typically based on misconceptions about how
Cisco Unity Connection works. Users who encounter such issues are often those who are accustomed to
another voice messaging system, have not yet completed Connection training, or are unaware of a new
feature or functionality change to an existing system.
Table 5-1 Potential User Concerns and Misconceptions
Potential Issue Description
Delayed messages Users may believe that their messages are delayed for the following reasons:
• While listening to new messages, users may skip a message and inadvertently mark it new.
Later, when they check messages again, they hear the skipped message and believe that the
message arrived after a delay.
• Users may skip more messages than they intend while listening to their messages, and later
check messages again only to hear one or more of the skipped messages, and believe that the
message(s) arrived after a delay.
• While listening to messages, other new messages arrive that users may not be aware of. Later,
when they check messages again, they hear the new message(s) and believe that they were
delayed.
Deleted messages By default, when users delete a new or saved message, Cisco Unity Connection does not ask them
to confirm the deletion. You may want to enable Connection to request confirmation from users
before proceeding with the deletion, especially if many users do not belong to a class of service that
allows them to retain and review their deleted messages. You can set up Connection to confirm
deletion of messages on the System Settings > Advanced > Conversations page in Cisco Unity
Connection Administration.
For information on deleted messages, refer users to the “Deleting Messages” chapter of the User
Guide for Cisco Unity Connection, available at
http://www.cisco.com/en/US/products/ps6509/products_user_guide_list.html.